Lead Customer Success Manager – SMB

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.The Customer Success Manager (CSM) will manage customer loyalty and adoption of Saviynt’s innovative products and services using our customers’ business objectives and priorities as the foundation of the work they perform. The Commercial/SMB team operates in a highly cross-functional role responsible for a regionally based book of business of Commercial/SMB customers. These CSMs will be located in specific geographic regionsThe Customer Success Manager (CSM) will manage customer loyalty and adoption of Saviynt’s innovative products and services using our customers’ business objectives and priorities as the foundation of the work they perform. The CSM will be responsible for driving value-based outcomes by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. Inaddition, the CSM will perform routine health checks and coordinate any required remediation to ensure our customers stay on track towards their goals. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviynt’s business -- all tied to a customer who is eager to recommend Saviynt to others. This role will also act as a player/ coach and will have 4 CSM Associate level team members located in India. WHAT YOU WILL BE DOING Serve as the primary point of contact for customers after implementation.Manage the subscription renewal pipeline and maintain cognizance of customer health in order to proactively eliminate barriers to adoption and value.Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.Develop a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell / cross-sell opportunities.Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion.Monitor and identify product utilization trends, providing feedback to Saviynt cross-functional teams to support continuous improvement -- finding ways to better support customer use cases and corporate identity strategies.Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption.Plan education for customers on new features and releases.Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.Coordinate and deliver team initiatives and coach CSM team member associates WHAT YOU BRING Available to North American customer hoursExperience in customer success management/account management for complex software implementations with SMB/Commercial companies across a variety of industries.Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.3-5 years of management experience leading peopleProven experience in a leadership role, with a strong background in people management.Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.History of being able to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business; similarly, being able to translate business needs to potential technical solutions.Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across a variety of industries.Tenacious desire to see customers succeed and thrive.Previous experience within a customer success role within a SaaS organization.Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes.Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective.Experience in process improvement, decision-making, planning, analysis, and service excellence.Available to customer sites, as needed (up to 50%) Benefits Medical, Dental, Vision, Life Insurance401KUnlimited PTOSick TimeHoliday PartiesDaily Catered LunchesEmployee Recognition ProgramsTeam Socials Additional Information We are notacceptingapplications from candidates based in California, Colorado and WashingtonYou may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.If required for this role, you will:- Complete security & privacy literacy and awareness training during onboarding and annually thereafter- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): > Data Classification, Retention & Handling Policy > Incident Response Policy/Procedures > Business Continuity/Disaster Recovery Policy/Procedures > Mobile Device Policy > Account Management Policy > Access Control Policy > Personnel Security Policy > Privacy PolicySaviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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